Job Description

Join a well-established Housing Association in a rewarding leadership role where you'll play a key part in delivering an exceptional customer experience. This Customer Experience Team Leader (Complaints) position offers the opportunity to lead a dedicated team responsible for resolving customer complaints, improving service delivery, and driving continuous improvement across the organisation.

This is a minimum 3-month contract, with the potential to be extended, offering consistent work and the opportunity to make a real impact within the organisation.

You'll be responsible for managing the day-to-day performance of the Customer Experience team, ensuring complaints are handled professionally, fairly, and within agreed service standards. This is an excellent opportunity for an experienced people manager who is passionate about coaching others, enhancing customer satisfaction, and creating positive outcomes within the social housing sector.

We'd love to hear from anyone with a background as a Customer Experience Team Leader, Complaints Team Leader, Customer Service Team Leader, Contact Centre Team Leader, Customer Resolution Team Leader, or someone with experience leading complaints teams within a Housing Association or Local Authority housing service.

As a Customer Experience Team Leader (Complaints), you will be:

Leading, motivating and developing a team of Customer Experience Advisors

Managing the end-to-end complaints process, ensuring timely and high-quality resolutions

Monitoring team performance against KPIs and service standards

Coaching team members through regular one-to-one meetings, feedback sessions and performance reviews

Managing complex customer escalations and supporting the resolution of challenging cases

Identifying complaint trends and implementing service improvements to enhance the customer journey

Producing performance reports and management information for senior stakeholders

Working collaboratively with internal teams to improve customer outcomes and service deliveryI'd love to speak to anyone who has:

Previous experience leading a complaints team within a social housing organisation (essential)

Strong people management, coaching and mentoring skills

Experience managing KPIs, service levels and performance targets

Excellent communication, stakeholder management and problem-solving abilities

A customer-focused approach with a passion for delivering outstanding service

A strong understanding of complaint handling within the social housing sector, including working to regulatory standardsKey requirements for this Customer Experience Team Leader role:

Previous experience leading a complaints team within a Housing Association or Local Authority housing service

Strong organisational skills with the ability to manage competing priorities

Confident using CRM systems and Microsoft Office applications

A proactive approach to continuous improvement and service excellenceThe Customer Experience Team Leader role is offering the following benefits:

Minimum 3-month contract with the potential to be extended

Weekly pay

Ongoing support throughout your contract

Opportunity to work within a supportive and collaborative team

The chance to make a genuine impact on the customer experienceThis role is offering an hourly rate of £30.00.

Travel & LocationThis role is based in Edgbaston, with excellent transport links from Birmingham City Centre via the A38 (Bristol Road), A456 (Hagley Road) and nearby motorway connections, including the M5 and M6. The area is also well served by local bus routes and nearby train stations, making it easily accessible by both car and public transport.

If this Customer Experience Team Leader (Complaints) role sounds like your next opportunity, please apply now or contact Olivia Taylor at (url removed)